CUSTOMER CARE
Detailed training in all aspects of this very important facet of any company’s sales and operational activities. The courses cover basic training as well as management of Advanced Customer Care Programmes. These set out strategies, plans and actions for the managers and staff to execute. The training teaches Communication Techniques, and how to deal with complaints and difficult customers.

A COURSE EXAMPLE:

ONE DAY SEMINAR: CUSTOMER CARE

Course Content

1. What is Customer Care
2. Who are your Customers ?
3. The costs of poor Customer service
4. The most common failures in Customer Care
5. How to make every Customer feel special
6. How to consistently act, sound and appear enthusiastic to Customers
7. How to respond and switch on to the Customer
8. Ways to listen effectively and understand the Customer
9. Ways to establish personal relationships with the Customer
10. Damaging and unprofessional statements never to be used with the Customer
11. How to deal with the simultaneous demands of several Customers
12. How to pass a Customer on to a colleague or another department
13. The most common type of Customer complaints
14. How to respond to a Customer complaint
15. How to deal with difficult Customers (malicious, angry, unreasonable)
16. How to re-establish good relations with a Customer
17. Turning a Customer complaint into a sales or marketing opportunity
18. How to impose new, and possibly unpopular, company policy on Customers
19. How the company’s image effects its overall performance and its Customers
20. How to improve the company image, with appearance, manner, and actions
21. Specific actions and phrases to create the right impression for Customers
22. Recognizing the danger signs that something requires attention
23. Recognizing Customer needs and how they can lead to further business
24. How to capitalize on information and feedback gained from the Customer

Objectives

The objective of this course is to provide the delegates with:

Understanding of what is customer care and its benefits
Knowledge of how to respond to customers
Knowledge of techniques to conduct and maximise customer contact
Knowledge of how to deal with customer complaints
Knowledge of how to present themselves and their company to customers
Knowledge of how to manage their customer relationships

Assessable Outcomes

The course will issue each delegate with a questionnaire requesting information on their assessment of the course content and presentation.

Each delegate will be sent a certificate of attendance at the course, provided that they have stayed for the complete duration of the course.

There will not be a test of the delegates ability to activate the knowledge they will have gained during the course, due to the limitations of a one day course in verbal communication.

Delivery

Method     The course will be delivered in a workshop style, with maximum delegate participation being encouraged. Where possible the course will use examples relevant to the individual delegates’ own situations, and the presenter will look for information on the  delegates prior to the course in order to effect this or will have each delegate present themselves at the start of the course.

Numbers    The course, because of its workshop style, is best suited to a minimum of six participants, and a maximum of 14.

Target     The target audience is in general SME’s, these may be of no particular size in turnover, but would be those with repeat customer service as part of their trading, such as manufacturers. The course provides the best benefits to those companies who have repeated contact with their customers, difficulties with delivery schedules, returns problems, or complex infrastructure.

Visuals     The course can be presented either through a Multimedia Projector or through the use of an Overhead Projector. There is generally no use of props.

Materials     The delegates are provided with a set of Study Notes, which are in effect copies of the slides they are shown during the course. These are given to them at the start so that they may make notes on them and then use them for future reference when they will have a mental image attached to each page of activity during the course.

The course cost includes the presentation for the day, a Study Pack for each delegate, all visual aid materials, and the customising of up to 25% of the course for a specific emphasis.

MORE INFORMATION
If having read this guide you would like to discuss how we may be able to help you, please call us on (01373) 454576 and speak to Peter Beech-Allen, or E-mail a request to us for further information.